Jr. Associate - Customer Services

Role & responsibilities

• Addressing customer complaints/Appeals received via Regulatory body/Senior Management, root cause analysis & taking corrective measures to settle grievance and to prevent its recurrence. (One with 3-4 years of customer grievance handling experience)
• Managing regulatory Portals & ad-hoc data requirements from RBI/NHB/CPGRAMS and to implement required amendments as per the guiding regulatory circulars.
• Publishing MIS to Senior Management / Secretarial/Regulatory bodies (RBI/ NHB/CPGRAMS) highlighting them about trend analysis
• To Supervise & Handle customer escalation issues, maintaining TAT, sound customer communication, etc.
• Coordinated with internal and external stakeholders to provide speedy resolution and bring across customer delight
• Problem solving attitude towards customer queries by understanding first the customer's concerns; selecting and explaining the best solution to solve the problem over mails/calls expediting correction or adjustment; following up with various departments to ensure quick resolution
• Accountable for External / Internal Audits for the Team

Education:- Graduate / Post Graduate

Work Experience :- Minimum 2-3 years of experience in the same industry.

Primary Skills :-

• Strong Communication and Interpersonal Skills
• Product Knowledge
• Strong Understanding & Calling/ email etiquettes and soft skills.
• Strong analytical & presentation skills.

Technical Skills :- Proficiency in Ms-Excel, Ms-Word, Power Point & CRM System

Management Skills :-

• Ability to balance and prioritize multiple tasks
• Strong decision making and ability to address complex situations
• Strong sense of accountability and self-initiative
• Team Management skills

Soft Skills :-

• Willing to work for flexi hours
• Good Listener, Clear Communication
• Positive attitude, self-confident, assertive & patient